Your Guide to Managing Disputes Online

Your guide to managing disputes online

AMERICANEXPRESS.COM.AU/MERCHANT How to manage your disputes online

This guide will give you a general overview about disputes This guide explains: followed by guidance on how to manage your American Express® The benefits of managing disputes online 3-4 disputes online, from finding your way around the site and locating the information you need, to taking the actions you Logging in and enrolling to disputes 5-6 want. Your summary view 7

The disputes summary table 8

Filtering the disputes summary table 9-10

Filtering by location and date 11-12

Customising the disputes summary table 13

Getting the details of a case 14

Searching, downloading and printing reports 15

Taking action 16-19

Responding to multiple disputes at once 20

Checking your email for notifications 21

Appendix: Chargeback prevention 22-33

Your guide to managing disputes online 2 The benefits of managing disputes online

Managing and responding to Card Member disputes is easy Why resolve disputes online ? with the online disputes tool available on the Merchant website. Online disputes allows you to see all open and urgent Managing disputes online is quicker and can also help you avoid ‘no-reply’ disputes for your business locations with the ability to upload chargebacks. Some of the benefits to managing online include: documents and respond online.

Receiving notifications by email when you have new, updated or urgent

disputes

Viewing all disputes in one place (rather than numerous letters)

Responding online without the need to respond via mail

Tracking the status of disputes throughout the whole process

Your guide to managing disputes online 3 The benefits of managing disputes online - Continued Card Member Dispute What are disputes and chargebacks? questions a charge We will contact you via We'll try to resolve the case email of new or urgent A dispute occurs when a Card Member contacts in-house, and will reach out Card Member disputes. American Express and questions a charge on their Card. to you for any additional You can review the case We assign a case number and review the charge. This information. . information online. case number and information about the dispute will appear in your online disputes tool.

Merchant response Sufficient supporting The most frequent disputes are: document/issue credit You can respond by either Case is resolved. • The Card Member does not recall the purchase issuing a credit or providing proof that the No further action is • Billing error charge is valid. required • Cancelled or not received product/service • Returns No reply or insufficient supporting document

The amount of time that you have to respond to a Credit to Card Member. dispute depends on the type of dispute. You can find out Chargeback notification by checking the 'reply-by' date online. If you are unable to you. to provide proof that the charge is valid before the reply-by date, we will issue a chargeback to your Chargeback account. You can view your chargebacks online.

Debit to your Merchant account

Your guide to managing disputes online 4 Logging in and enrolling to disputes

1. Logging in – Visit americanexpress.com.au/merchant. If you already have a User ID and password to manage your Merchant account online, enter your details and click ‘log in’. 1 If you are yet to register online, click ‘Register now’ and follow the three easy steps to create a new profile and access your Merchant account online.

Enrolling in disputes

You will only be able to manage disputes online if you are enrolled to do so. There are two ways you can enrol in disputes. The first is during the registration process and the second is from your account summary page. See the steps for each option on the next page:

Your guide to managing disputes online 5 Logging in and enrolling to disputes - Continued

2. Registration - After completing steps 1 and 2 of registration, you will reach the final step – Manage Finances. Tick the box titled ‘Resolve Disputes’ option to enrol to manage your 2 disputes online.

By doing so you will no longer receive disputes letters in the mail. They will only appear in your online account. So please make sure to check your online account regularly. You can also set up email notifications to let you know when you have new or updated disputes. See page 21.

3. Account summary page – After logging into your account 3 (via step 1) you will land on your account summary page. If you are not enrolled to manage disputes online you will see a prompt to do so. Click ‘Activate’ and follow the steps to enrol in online disputes.

Your guide to managing disputes online 6 Your summary view

Your summary view is the first page you will see on entering 4 your disputes section of the Merchant website. This page gives 1 you a consolidated overview of all your enquiries1 and chargebacks2.

2 1. Filters help you find and view the information that matters most to you. You can apply a wide range of filters in combination with each other to personalise the disputes 3 summary table and show as little or as much as you like. See page 9.

2. Action buttons are clearly marked above the summary table to enable you to respond to all Card Member disputes quickly and efficiently. See page 16.

3. Summary table gives you a full list of all Card Members disputes and can be customised based on your preferences. See page 13.

4. Global controls allow you to download, generate reports, create print previews, search, or return to your account summary or ‘home’ page at any time. See page 15.

1 Enquiry: In some cases, you may instantly receive a chargeback without the option to respond, such as when fraudulent activity is suspected. 2 Chargeback: A chargeback is where after investigation of the dispute, we debit your account by the amount of the disputed transaction and credit the Cardmember with the same amount. Sometimes you may instantly receive a chargeback without the option to respond usually when fraudulent activity if suspected. Your guide to managing disputes online 7 The disputes summary table

This is a table of all transactions that have been disputed.

The summary table features a range of default columns. These show key information about each enquiry or chargeback, including 1 case number1 , status2, date received3, reply by4, and amount5.

1. Columns Preferences, their order, and the level of data

displayed can be customised to suit your needs. 2 3 2. Orange exclamation marks show urgent responses that require a response within the next 7 days.

3. The reason and code helps you identify why the Card Member has disputed the transaction. Simply click on the blue reason and code on any line item and a detailed description of the reason will appear. 4 4. Use the horizontal scroll bar and arrows to view more details about each case.

1 Case number: The unique number that is allocated by American Express to each individual enquiry or chargeback. This helps to track and identify cases throughout the process.

2 Status: Disputed transactions go through various stages between you and American Express so it is important to track each stage which is why we have distinct status titles. This way, everyone understands what the current situation is and what the next steps are.

3 Date received: This is the date that the Card Member disputed the charge and was allocated to your account.

4 Reply by: This is the date you need to respond to American Express by.

5 Amount: The $ amount that the Card Member has disputed. This can be all or part of the original transaction.

Your guide to managing disputes online 8 Filtering the disputes summary table

You can filter your summary table by location, date, status or 2 type simply by clicking on the relevant filtering buttons. This 1 will then update the table to display all disputes associated 3 with the selected filters.

1. Filtering by location - Click on location to filter the information on the page based on your different business locations. See page 11.

2. Filtering by date- Click date to view cases for certain date ranges. See page 12.

3. Filtering by status - You can filter your disputes summary table by the status of the dispute. There are four main 1 2 3 options to filter by; Take Action , Responded , Closed and Adjustments4.

You can also drill down further into each status by clicking on each arrow.

1 Take Action: cases that require your response 2 Responded: cases that the you have responded to 3 Closed: this status represents the verdict/decision made on the case, or if the case has expired 4 Adjustments: after a case is closed, the adjustment status represents the actual crediting or debiting that occurs Your guide to managing disputes online 9 Filtering the disputes summary table - continued

4. Filtering by type - One of the most useful ways to filter is by type. You can choose to look at all your ‘viewed’ or ‘unviewed’ cases to easily sort cases that you have already opened or are yet to view. You will also notice in the summary table that all unviewed cases will be bold 4 and viewed cases will be unbolded, to give you a clear picture of the cases that require attention. Alternately you can filter by ‘enquiries’ or ‘chargebacks’.

Your guide to managing disputes online 10 Filtering by location

After clicking on the ‘locations’ button, you will be presented with further location filtering options. This will be a list of all the business locations you have already registered and set up with American Express. The number of locations you see will depend on your user ID set up.

The locations will be displayed hierarchically. Select or deselect the check boxes next to the locations you wish to see and then click ‘View’ to update the disputes summary table.

If you are registered at a higher level head office account you will see all locations underneath that account. Alternatively if your user ID is set up for a single location you will only see what appear.

Your guide to managing disputes online 11 Filtering by date

Click on the ‘date’ button to reveal further date filtering options.

1. Quickly sort by predefined time periods such as ‘This Month’,

‘Last 3 months’, ‘Last 6 months’, ‘This year’ or ‘Last year’. 1

1 2

2. Alternatively, you can choose a custom date range using the

2 ‘from’ and ‘to’ function within the interactive calendar.

3. Filter by a wide range of status dates including the key ones

‘Date received’ and ‘Transaction date’. See the footnote for

3 3 the full range of dates options and their meanings:

Date received: The date that the dispute is raised and added to your account. Transaction date: The date when the disputed transaction was processed in your business. Reply by: The date by which you must submit a response to American Express to ensure your response can be reviewed and taken into account to avoid a chargeback. Adjustment date: The date in which an adjustment amount is deducted from your account due to a dispute or chargeback. Responded on: The date that you responded to a dispute. Case update date: The date in which the case was updated by American Express. Settlement date: The date in which the disputed transaction was paid to you by American Express. All payments are paid based on submissions, so the disputed transaction will be paid to you as part of the payment for the wider submission. SOC date: The date in which the disputed transaction was submitted to American Express for payment.

Your guide to managing disputes online 12 Customising the disputes summary table

There is a lot of information on each case that isn’t automatically displayed in the summary table. Further columns can be accessed 1 2 by scrolling to the right of the table using the horizontal scroll bar. If you prefer you can customise the table to automatically display the information you want. 1

1. Add or delete columns - Click the [+] button in the table header to see the full range of columns available. To add or remove a column in the table, simply select or deselect the relevant check boxes. You can re-order your columns by dragging the column titles up and down the list. The highest in the list will be displayed in the first column in the summary table, the second in column two, etc. Once you’re happy with the selection, click ‘Apply’.

2. Sorting data in the columns - In many of the columns you can use the white triangle icon to sort and order the information. 3

3. Flag disputes - You can flag disputes as you go along by clicking on the flag icon. This will help you quickly find specific cases for future reference. The flags are unique to each User ID on the account, for instance if you have five different users from your business accessing the account, each user can have their own flags and they will not appear across all users on the account.

Your guide to managing disputes online 13 Getting the details of a case

To get the full details and history of a dispute, simply click on that particular dispute in the summary table. You will then be shown the details view, including multiple layers of detail and history.

1 1. Return to the summary view at any time by clicking the [X] to 1 close the detail view. 2 2. Dispute details includes dispute amount, Card Member name, Card number, tracking number and a reason code which puts the key information at your finger tips for quick reference. Click ‘More’ for a further list of details such as charge date and return location. 3 4

3. Actions you can take to help resolve the dispute as quickly and

as fairly as possible. You can respond to the open case by 5 6 clicking on any of the 3 response options

4. Next steps takes you through what to expect and how to proceed in order to resolve and close the case.

5. Dispute history gives you a chronological history of the dispute.

6. View all allows you to view the full details of any responses that have be logged on the case, including comments and supporting documentation.

Your guide to managing disputes online 14 2 1 2 Searching, downloading and printing reports

The toolbar at the top of the page lets you quickly search, print preview, download or report from any page.

1. Download. When you click on the download button you will be able to create a .CVS, .XLS or .XLSX file that will display up to 10,000 cases. All 30 data points are available in individual columns which match the labelling in the online system.

2. Print preview allows you to view cases in a print friendly format. You can choose to print summary only or full details. If you choose summary only, you can include up to 8 columns in the summary. If you choose full details option, you can print up to 20 cases at one time. Choose the 1 2 3 4 disputes you want to print for details. You can customise the detail information and also choose to include responses and coversheet. 3 3. Report. The report tool gives you the ability to download a customised report in .CVS, .XLS or .XLSX. You simply choose how you want to sort the information such as date, location by clicking the ‘Group by’ menu.

4. Search. You can search for cases by Card Member number, disputed amount and/or case number, across all or filtered dates and locations. This can help you find the cases and information you need quickly and easily. If you wish to search by a particular date range, you should use the date function at the top of the page before clicking on the search function.

Your guide to managing disputes online 15 Taking action 1 2 3 When you are on the summary view or the details view, you will see three ways to respond to a dispute. You can ‘Agree to Full Refund’, ‘Respond’, or ‘Respond offline’.

1. Agree to the full refund - Select this to refund the Card Member the full disputed amount. If American Express refunds the Card Member on your behalf, it will result in a chargeback which will be deducted from your submissions.

2. Respond Select this if you don’t agree with the dispute or only wish to refund a portion of the disputed amount. This option is for online responses only.

3. Respond offline If you don’t agree with the dispute but want to respond offline rather than submitting an online response, then click ‘respond offline’ to generate a fax or mail cover sheet which you can then download and print. Once you respond offline you will no longer be able to track this dispute online. Alternatively, you can also email your documentation to American Express using the email address supplied in the ‘respond offline’ screen.

Your guide to managing disputes online 16 Taking action - continued

4. As part of the Respond option, you can refuse to refund the entire disputed amount (in which case you should select $0 or 0% in the box) or you can enter the amount you are willing to refund. Once the amount field is complete you will then have the option to select a reason or comment from the drop down menus. Selecting a reason is mandatory, so you must 4 complete this before you can submit the response. Use this box to add a new unique comment (as apposed to a previously saved comment). Adding a comment is mandatory, so you 5 must choose to add a new one or use a pre-saved one, for every response. 7 5. Use this box to add a new unique comment (as apposed to a previously saved comment). Adding a comment is mandatory, so you must choose to add a new one or use a pre-saved one, 6 for every response.

6. Add tags (for example, tracking numbers) to your response to help you track the case and make it easy to find this response in the future.

7. The supporting material guide will help you determine the best evidence and supporting material that you can submit to us to show that the charge is valid.

Your guide to managing disputes online 17 Taking action - continued

8. Additional documentation to support your case (such as authorisation receipts) can be added using the ‘Attach files’ link. This will take you directly to the response screen. It is very important to note the accepted file formats and size listed on the page otherwise the attachment will not work and your response cannot be processed correctly.

9. Sign electronically by giving your initials to verify the information. Once your response is complete, click ‘Submit’. Once you submit your response, you will have the option to view the Dispute you responded to.

Your guide to managing disputes online 18 Taking action - continued

10. A list of all your unsuccessful attachments will appear as an 10 orange notification on your disputes summary page so you can see which cases require you to add a new file. Unsuccessful uploads will also be listed in the history section of any particular case.

It's important for you to know that it can take up to seven days for an attachment to load correctly after you have sent your response. We recommend that you check your online disputes regularly to keep up to date with all your dispute updates and to check that the supporting documents you loaded were sent successfully.

Your guide to managing disputes online 19 Responding to multiple disputes at once

Rather than replying to lots of cases individually, you can save time by issuing full refunds or responding to disputes in batches of up to 20 cases at a time. When you respond to cases in a batch you must use the same reason code and comment in the response screen, these cannot be tailored per case.

1. Select the checkboxes next to all the cases you want to 1

include. You can then ‘Agree to Full Refund’ or ’Respond’ to all

in one go.

2. From the respond page, simply click ‘Attach files’ to see a list of your selected cases. You will notice that each has its own line. This enables you to upload an attachment to all these cases. This can be repeated if there is more than one attachment. All of the loaded files will then be attached to the one response and submitted in one go.

3. Enter your initials to verify the information and sign electronically. Once your response is complete, click 'Submit' and the cases will be responded to in one batch.

Your guide to managing disputes online 20 Checking your email for notifications

As well as managing your disputes online, you can set up a range of 1 notifications sent direct to you emails. These notifications can let you know when a Card Member has disputed a charge, when a case is updated or remind you when cases are close to the reply by date.

1. Manage the type of notifications you receive for disputes from your profile (which you can access from your account summary page – the first page you see upon logging in to the Merchant site). Once in your

profile area select ‘Notifications’. This is where you can select the 1 types of notifications you want to receive, or turn them off completely. There are four types of email notifications that you can activate: new inquiries, new chargebacks, case updates and urgent cases (those that require a response within the next seven days). In your profile you can also update your email address specifically for dispute notifications. You can even enter group distribution emails here so dispute emails are sent to multiple team members within your business. 2 2 2. Email notifications will allow you to quickly identify the specific cases that require attention by summarising the case details within the email. This allows you to easily find and respond to the cases at hand.

Your guide to managing disputes online 21 Appendix

Chargeback prevention: Preventing chargeback when receiving disputes

The table provides further information on the types of disputes that Card Members can raise and the supporting documentation American Express requires to resolve the disputes. The example documentation provided is the minimum level of support suggested. If there is more evidence available for any individual case, please attach as much supporting material as possible to assist with the dispute resolution.

DISPUTE/ DISPUTE/ SUPPORTING DOCUMENTATION EXAMPLE (S) CHARGEBACK CHARGEBACK REASON

Support is required to validate 1. Clearly signed / authorised and itemised receipt or • Signed receipt and itemised invoice Card Member’s claim, for invoice that supports the transaction example: • Itemised invoice linking the order to Chargeback credit not received, duplicate 2. Proof that the Card Member agreed to transaction / the Card Member and the booking Documentation billing, goods not received, paid made the booking or reservation and received confirmation/ cancellation policy through other means. confirmation • Signed proof of delivery receipt. 3. Website name / URL / product description / IP address / cancellation policy

ISO 6003 4. Signed proof of shipment and delivery with the delivery address and date.

Your guide to managing disputes online 22 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Legal Request or Card Member has advised 1. Clearly signed / authorised and itemised receipt • Signed receipt and itemised invoice Fraud Analysis American Express that they or invoice that supports the transaction believe that the transaction is • Itemised invoice linking the order to fraudulent. 2. Proof that the Card Member agreed to the Card Member and the booking transaction / made the booking or reservation confirmation/ cancellation policy and received confirmation • Signed proof of delivery receipt. 3. Website name / URL / product description / IP ISO 6006 address / cancellation policy

4. Signed proof of shipment and delivery with the delivery address and date.

Card Member requests 1. Clearly signed / authorised and itemised receipt • Signed receipt and Itemised invoice Card Member requests copy supporting documentation or invoice bearing signature for the charge bearing their • Signed proof of delivery receipt authorisation for their records. 2. Signed proof of shipment and/ or delivery with the delivery address and date • Signed contract and policy details.

ISO 6008 3. Signed membership contract indicating the expiration date and renewal policy.

Repeat Documentation Supporting documents for a 1. Please re-send clearer documentation in it’s Request responded dispute are either entirety to satisfy the requirements of the not legible, do not relate to the dispute. correct Card Member / dispute or have not been received in ISO 6013 their entirety.

Your guide to managing disputes online 23 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Card Member does not 1. Clearly signed / authorised and itemised receipt • Signed receipt and Itemised invoice recognise a transaction on their or invoice that supports the transaction Card Member does not statement and requires further • Itemised invoice linking the order to recognise Transaction or documentation and / or 2. Proof that the Card Member agreed to the Card Member and the booking information. transaction / made the booking or reservation confirmation/ cancellation policy Transaction Amount and received confirmation • Signed proof of delivery receipt. 3. Website name / URL / product description / IP address / cancellation policy

4. Signed proof of shipment and delivery with the delivery address and date. ISO 6014

Card Member is requesting 1. Clearly signed / authorised and itemised receipt • Signed receipt and Itemised invoice Card Member needs for supporting documentation for or invoice personal records a particular charge for their • Signed proof of delivery receipt personal records. 2. Signed proof of shipment and / or delivery with the delivery address and date • Signed contract and policy details.

3. Signed membership contract indicating the expiration date and renewal policy. ISO 6016

Your guide to managing disputes online 24 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Card Member advised charges 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Incorrect Transaction were incorrectly submitted processed not issuing the full amount) either by being altered after Amount or Account Number their authorisation or have been 2. Proof that the transaction amount was not in • Itemised signed receipt/ invoice for Presented submitted using an incorrect error or that the amount had not been altered the full amount of the charge Card number or charge amount. 3. Itemised support for the altered amount and that • Statement proving Card Member it was approved by the Card Member. agreed to this amount. ISO 4507

A charge was incorrectly 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Multiple Processing submitted more than once to processed not issuing the full amount) Card Member’s account. 2. Fully itemised documents that links the Card • Itemised invoice that links each Member to each charge processed and prove that good/ service to each charge. ISO 4512 all transactions are valid.

Card Member advised a credit 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Credit not presented has not been applied to their processed not issuing full amount) account for either: goods / services cancelled, an advance 2. A copy of your cancellation policy and a • Itemised invoice linking the order to deposit / payment or a no show statement indicating why the cancellation does the Card Member and copy of the reservation. not comply with your policy cancellation policy highlighting noncompliance and why no credit is due. ISO 4513 3. Copy of signed support; itemisation and proof that refutes the Card Member’s claim or that their evidence is incorrect or inaccurate.

Your guide to managing disputes online 25 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Card Member advised a 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if payment for the disputed processed not issuing full amount) charge was already made Paid through other means directly to your business by 2. Proof that the Card Member’s payment was not • Fully itemised invoice/ receipt that other means. related to the disputed transaction. links the payment to another charge.

ISO 4515

American Express requested 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Request for Support not documents to support a dispute processed. not issuing full amount). Fulfilled that a Card Member has raised, but did not receive a reply from 2. Proof original inquiry was replied to the Merchant. ISO 4516

Supporting documents received 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Request for support from the Merchant for a Card processed not issuing the full amount) illegible/incomplete Member query were unclear, not complete or did not link the 2. Fully itemised documents that are clear, complete • Itemised invoice/ receipt that charge to the Card Member. and directly link the Card Member to the directly links the Card Member to the transaction charge

ISO 4517 3. Proof that the documents were sent and received • A successfully completed fax by American Express within the reply by date on transmission report. the disputes inquiry letter

Your guide to managing disputes online 26 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

A charge was submitted for 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if payment where either the processed not issuing full amount) Invalid Authorization approval code had expired; the authorisation was declined or a 2. Proof that the original transaction was improperly • A valid authorisation code obtained single authorisation for the total described and did not exceed the network floor prior to the submission of the charge charge amount was not limit for the full transaction amount. obtained. 3. Proof that a single authorisation for the full amount of the transaction was obtained on the ISO 4521 transaction date and submitted in less than 7 days after obtaining authorisation.

Card number provided was not 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Unassigned Card Member valid and American Express was processed not issuing the full amount) Account Number not able to assign the charge to the correct account. 2. Evidence a Card carrying the disputed account • A copy of imprinted slip or receipt number was used at point of sale terminal with a showing the account number from copy of the imprinted slip or copy of the receipt the magnetic stripe. ISO 4523 which read the account number from the magnetic strip, or chip.

Your guide to managing disputes online 27 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

The Card was not presented at 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if the time of the transaction. processed not issuing full amount) Missing Imprint 2. Proof the Card was present at the time of the • A copy of the imprinted receipt or charge by providing an imprinted receipt or showing capture of the magnetic showing capture of the magnetic stripe. stripe.

ISO 4527

Card Member advised the 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Currency Discrepancy charge is in a currency that processed not issuing the full amount) differs from that which they originally agreed upon. 2. Proof the Card Member agreed to be charged in • Receipt stating the currency the Card the currency. Member agreed to at time of sale.

ISO 4530

Card Member advised, despite 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Multiple Rocs prior charges with you, they processed not issuing the full amount) dispute this charge. 2. Fully itemised documents that link the Card • Itemised invoice that links each Member to each charge processed and prove that good/ service to each charge. all transactions are valid. ISO 4534

Your guide to managing disputes online 28 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

A charge was submitted for 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Late Presentment payment outside the timeframe processed not issuing the full amount) specified in our agreement with your business. 2. Proof the transaction was submitted within the • Documents showing the charge was required timeframe. submitted within valid timeframes. ISO 4536

Card Member denies 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Card not present participation in a mail, telephone processed not issuing the full amount) or internet type transaction processed by your business, and 2. Evidence that the Card Member did engage in the • Itemised invoice/ receipt that our investigation confirms that transaction directly links Card Member to the the transaction is a result of order fraudulent use of the Card. 3. Proof that the goods were sent to Card Member’s ISO 4540 billing address and that Card Member’s agent • An invoice & delivery receipt signed signed a carrier delivery receipt for goods. by the Card Member or their agent.

Cancellation of recurring Card Member advised that their 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if goods/services Card account continues to be processed not issuing the full amount) billed for recurring goods or services that the Card Member 2. Copy of signed support/ itemisation and proof • Itemised invoice linking the order to has previously cancelled or that refutes Card Member’s claim or that their the Card Member and a copy of the revoked. evidence is incorrect/ inaccurate cancellation policy highlighting noncompliance and why no credit is ISO 4544 3. A copy of your Cancellation policy and a due. statement indicating why the cancellation does not comply with your policy.

Your guide to managing disputes online 29 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Card Member has advised us 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if that goods or services received processed not issuing the full amount) Not as Described or from your business were either Defective Merchandise not as described by your 2. Proof that the goods or services are as originally • Itemised invoice, product information business or the price should be described or documentation that refutes the Card or marketing information that lower than that claimed by your Member’s claim describes the product/ service and business. the costs. 3. Copy of signed support: detailed itemisation of transaction, return / refund policy and • Terms and conditions of sale and ISO 4553 authentication or written appraisal or goods authenticated value of goods/ (where possible). service.

Card Member has advised us 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if that the goods or services that processed not issuing the full amount) Goods and services were purchased at your not received business have not been 2. Proof that the goods/ services were received in • An invoice, signed delivery receipt or received. their entirety by the Card Member or their proof of use authorised representative • An invoice and delivery receipt signed 3. Proof that the goods/ services were delivered to by the Card Member or their agent. Card Member’s billing address • Documents from customs authorities 4. Proof refuting that the services were cancelled indicating they currently hold them OR the goods were returned to your business OR ISO 4554 seized / held by customs • Copy of boarding pass, credit of frequent flier miles for flight in 5. For airline transaction disputes, acquirer may question. demonstrate that the Card Member was engaged in the transaction.

Your guide to managing disputes online 30 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Car Rental Charge Card Member has advised us 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if non qualified or that the transaction includes a processed not issuing the full amount) unsubstantiated charge, for damage, theft, loss, or related fees for the rental 2. Signed copy of the rental agreement including • Signed rental agreement with terms vehicle that were not agreed terms and conditions, cancellation/ refund policy and conditions and cancellation upon at the time the vehicle was and rate schedule policy returned. ISO 4750 3. Damage report; itemised repair bill and signed • Damage report and signed acknowledgement of responsibility agreeing to acknowledgement of responsibility. charges after damage.

Investigation shows that a 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Credit/ debit charge was submitted as a processed not issuing the full amount) presentment error debit/ credit and but processed as a credit/debit. 2. Proof that the transaction was correct. • Itemised invoice detailing charge amount submitted. ISO 4752

Card Member alleges that a law 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if Local regulatory/ or regulation was not followed processed not issuing the full amount) legal dispute 2. Proof that the alleged law or regulation does not • Documentation of the application exist or does not apply to the type of transaction laws or regulations that apply to your or business industry. Therefore it is not applicable business that refute the Card to the Card Member’s dispute. Members claim. ISO 4754

Your guide to managing disputes online 31 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

A charge was submitted for 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if No valid authorisation payment that exceeded the processed not issuing the full amount) agreed floor limit and you were required to obtain approval prior 2. Proof that the original transaction was improperly • A valid authorisation code obtained to submitting the charge. described and did not exceed the network floor prior to the submission of the charge limit for the full transaction amount.

ISO 4755 3. Proof that a single authorisation for the full amount of the transaction was obtained on the transaction date.

Investigation confirms fraud. 1. Proof that a correcting credit has already been • SafeKey transactions are exempted Fraud Full recourse According to our terms and processed conditions, we may shift liability • And so are the AEIPS compliant Chip to you for all confirmed fraud 2. Proof that transaction falls in list of exempted and PIN transactions. charges. transactions.

ISO 4763

Your guide to managing disputes online 32 DISPUTE DISPUTE REASON SUPPORTING DOCUMENTATION EXAMPLE (S)

Fraud liability shift Investigation confirms fraud. 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if counterfeit According to our terms and processed not issuing the full amount) conditions, we may shift liability to you for all confirmed fraud 2. Proof that transaction falls in list of exempted • Proof of Chip and PIN verification OR charges. transactions. an authorisation code (non Chip and PIN Card). ISO 4798

Fraud liability shift Investigation confirms fraud. 1. Proof that a correcting credit has already been • Date/ amount of credit and reason (if lost/stolen According to our terms and processed not issuing the full amount) conditions, we may shift liability to you for all confirmed fraud 2. Proof a valid transaction was authorised. • Proof of Chip and PIN verification OR charges. an authorisation code (non Chip and PIN Card). ISO 4799